What will I learn in my lifetime? What will be my greatest accomplishment? What will my children experience, know, and have access to that I can’t even imagine? It’s not far-fetched to say the possibilities are truly endless. There is so much information literally at our fingertips.

When you want to find directions, book a hotel, or just learn about something new, what do you do? Do you unfold a paper map or pull an atlas out of the glove box? Call AAA? Flip through the yellow pages? Of course you don’t.

Our lives have been enhanced by a new way of learning. When you were a child, how many of you would have believed that one day you would be able to communicate with someone anywhere else in the world with a device the size of a note pad? Or that using that technology you could help someone on the other side of the world solve a problem?

It doesn’t matter who you are or what you do—you have so much to share. We live in a modern knowledge-centric world.

“My YouTube tutorial got 301 views!”

“Sixteen people used my solution to solve a problem and gave me positive feedback!”

How can you share what you know at work the same way you would outside of work? Easy. By following the practices and process of Knowledge-Centered Support.

David Waid currently serves as business operations support services manager for the Allstate Insurance Company. He has held several senior-level tech support roles within Allstate over the past twelve years, with a current focus on creating a team capable of delivering and implementing game-changing business recommendations by supporting operations and technology to align with Allstate’s strategic vision. David is an HDI Certified Instructor, has a strong background in KCS, and is certified in ITIL Foundations.